Technical Support Rep III HS Information

Job Details

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Agilysys Inc

Agilysys, Inc. is a developer and marketer of proprietary enterprise software, services and solutions to the hospitality and retail industries. The Company specializes in market-leading point-of-sale, property management, inventory & procurement and mobile & wireless solutions that are designed to streamline operations, improve efficiency and enhance the consumer's experience. Read More

Address	425 Walnut Street Suite 1800 Cincinnati, OH 45202 United States
Website	www.agilysys.com
Holding	No Holding Details

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Technical Support Rep III HS

Overview

Responsible for second level escalation customer service support by providing customers with technical and operational expertise.   Mentors Technical Support Representatives II in enhancing troubleshooting skills. This position requires the employee maintain cooperative, diplomatic working relationships with co-workers, supervisors, customers and the public. Acts as a central resource for both external customers and internal employees, in order to best understand and respond to the unique order administration needs of Agilysys customers. Work as part of a team and collaborate with colleagues.
Responsibilities

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      Act as second level escalation to Level II Technical Support Representatives, virtual experts, field services and Account Managers.
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      Reproduce customer/software issues before submitting Product Maintenance and Development Requests to Development.
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      Provide Project Management for Level III customer calls. Includes proactive communication and progress reports to customers, Director Customer Care Services, Account Manager, Sales Manager, and VP of Operations.
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      Respond to security patches, hot fixes and patch releases by Development by notifying appropriate customers and distributing as necessary.
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      Create and update internal technical documentation including working with CCCS to maintain CCSPP guide.
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      Inform and educate technical staff of customer/software issues via Technical Bulletins.
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      Update and maintain the InfoGenesis patch website.
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      Lead biweekly technical brainstorming meeting reviewing trouble calls, metrics review and upcoming and notable installs.
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      Conducts Priority 1 call Root Cause Analysis.
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      Maintains and updates System Health Check forms.
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      Build and maintain standardized templates for all customer care communication to customers and other departments.
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      Other duties as assigned.

Requirements

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      2-4 years experience in the hospitality, technical support, or computer industry, with at least two years in either IT or POS specialty.
    * Strong track record in cross-functional collaboration.
    * Excellent oral and written communication skills.
    * Team oriented.
    * Entrepreneurial - sense of urgency and drive, proven capability to develop, lead, and implement new initiatives with little to no initial prompting or guidance.

Other Job Information

Vacancy type:	Full Time	Contact Mode:	not provided
Fax:	not provided	Contact Name:	not provided
Job Duration:	not provided	Phone:	770.810.7800
Email:	info@Agilysys .com